OSI Support

Our experienced team, supporting our clients worldwide, provides the best-in-class technical support on software solutions and services.

Our Support Services organization is committed to providing world-class technical support to our customers in a timely and professional manner. OSI Support Services consists of a dedicated staff of professionals backed by our entire team of engineering resources and development staff to minimize our customers' downtime and maximize their use of our products and solutions.

Available 24 hours a day, seven days a week, our support staff is here to understand our customers' needs and help them make the most of their OSI investment. With OSI Support Services, our customers can take advantage of the following:

  • Quality Service - industry best practices in product knowledge and technical expertise
  • Secure Support Center - a support infrastructure in accordance with the latest mandated regulatory cyber security requirements for access to customer cyber assets
  • Online Technical Support - support incidence web portal available to submit tickets, review status and track history

In addition to these offerings, customers can take advantage of our Customer Response Center, which focuses on issues that fall outside the realm of software support and concentrates on the administrative side of customer service.

Support Options

OSI has a comprehensive and flexible set of support components to meet various customer needs. General features of OSI's customer support program for monarch™ software products include:

  • Dedicated support staff for handling incoming support calls
  • After-hours on-call support service
  • 24/7 support coverage
  • Web-based Customer Support portal
  • Web-based training program
  • Fast response for critical support requests
  • Comprehensive database tracking and reporting on support requests
  • Tiered pricing based on solution size and functionality

The cost of each monarch support program is based on the size, scope and the breadth of software suites implemented, as well as the specific support components selected.